About us We’re The Very Group – home to Very.co.uk and a 3,250-strong team of super talented people, all passionate about making good things easily accessible to more people so they can live life well. We combine amazing brands and products with flexible payment options that help people say yes when it matters most. About the team Our award-winning Customer Care Team are at the forefront of our relationship with our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. Within the best large contact centre in Europe (as voted in the European Contact Centre Awards) is a team of Complaint Handlers, who help to deliver a better experience for our customers. We are not only be passionate about achieving the right outcome and making quality decisions but are dedicated to our collaborative culture. About the role As a Complaint Handler, you will be working with customers who have a dispute with their account, investigating their queries using all appropriate systems and reaching fair outcomes when resolving their complaints. A confident and proficient communicator, you will need to be detail-focussed and accurate. You will be diligent and build a network of contacts to assist in the successful resolution of complaints of varying natures with the customer at the heart of your decision making. This role is full time, 35 hours per week. Hours will be worked between Monday-Friday, 8am-6pm. Key Responsibilities Complete a full investigation of non-PPI complaints to ensure the correct outcome has been reached in line with process Interaction with the customer during and after investigation to ensure all relevant information has been considered in reaching an outcome Interaction with other areas of the business during and after the investigation stage Receive inbound calls from the customer, authorised third parties and other areas of the business, ensuring regulatory requirements are met Undertake the preparation of a full complaint review using the complaint database, ensuring all data captured is correct and accurate Completion of a comprehensive and accurate final response letter Have an understanding of all regulatory requirements, with particular reference to FCA regulation and Treating Customers Fairly and their impact on processes which may drive complaints Escalation of any issues/queries that cannot be resolved by reference to existing policy and procedures Manage highly sensitive and confidential information relating to TVG and partner organisations. Correctly identify and report potential and actual data breaches via the relevant process Ensure both quality and productivity targets are achieved and maintained About You Self-motivated and proactive in managing own time and resources in a demanding and dynamic environment Prior experience of complaint handling within an financial services environment would be beneficial Good attention to detail and excellent verbal and written skills A good working knowledge of applicable industry standards and regulations eg. GDPR, FCA principles, FOS principles and DWP guidelines Commercial awareness and understanding of TVG processes Some of our benefits Flexible, hybrid working model – 2 days per week in the office after successful completion of your in-house training 23 days holiday bank holidays Bonus potential (performance and business-related) Up to 25% discount on Very.co.uk Matched pension up to 6% More benefits can be found on our career site How to apply Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check. What happens next? Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review, and then be in touch to move to the interview process. Our interview process is tailored to each role and can be in-person and remotely. We will always look to make the adjustments you need to bring your best self to interview. Equal opportunities We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.